Table 2 PREMs listed in the included articles [17, 20, 21, 24, 25, 27,28,29,30,31,32, 38, 40, 44,45,46, 49,50,51, 54, 60,61,62,63,64, 66,67,68,69,70,71,72,73,74,75,76,77,78,79]
From: Patient-reported experiences and outcomes of virtual care during COVID-19: a systematic review
Author | Study design | Name of PREM | Domains of patient experiences | Who completed? | Summary of findings |
|---|---|---|---|---|---|
Sarre 2021 [40] | Cross-sectional | Care Quality Commission's Maternity Services Survey 2019 | (i) The start of care in your pregnancy, (ii) antenatal check-ups, (iii) during your pregnancy, (iv) labour and birth, (v) staff caring for you, (vi) care in hospital after the birth, (vii) feeding your baby, and (viii) care at home after the birth | Adult patient | Most patients felt listened to during their virtual care appointments, although 49% did provide at least one challenge they had trying to access virtual care |
Assenza et al. 2020 [61] Wyler et al. 2021 [62] | Cross sectional Mixed methods | Client Satisfaction Questionnaire (CSQ) | N/A | Adult patient or proxy [61] Adult patient [62] | Relatively high satisfaction was reported for both virtual care programs |
Zimmerman et al. 2022 [63] | Cohort | Clinically Useful Patient Satisfaction Scale (CUPSS) | (i) Clinician's attitude and behavior, (ii) office environment and staff, and (iii) overall satisfaction | Adult patient | Satisfaction with treatment was similar across in-person and virtual care |
Pooni et al. 2021 [64] Schumm et al. 2021 [65] | Cross sectional | Communication Assessment Tool (CAT) | (i) Physician-oriented experience, (ii) staff-oriented experience | Pediatric patient [64] Adult patient [65] | Pooni et al. reported that satisfaction scores were highest for domains related to the patient-physician relationship (treated with respect, showing care and concern) In Schumm et al.’s article, top-box scores were lower for telemedicine patients versus in-person for ‘the doctor spent the right amount of time with me’, doctor encouraged me to ask questions” and “the doctor checked to be sure I understood everything” |
Santoro et al. [50] Meno et al. [54] Schumm et al. [65] Sharma et al. [66] Shaverdian et al. [67] | Cross sectional | Consumer Assessment of Healthcare Providers and Systems—Clinician and Group Survey (CG-CAHPS | (i) Access to care, (ii) doctor communication, and (iii) courteous/helpful staff | Proxy [50], | In Santoro et al., caregivers found some features of virtual visit to be better (convenient time, childcare or eldercare arrangements, travel, coordination, and wait time). In the other studies as well, virtual care was believed to be comparable if not better than in-person care. However, personal connection with their provider was higher for in-person visits |
Kludacz-Alessandri et al. [20] | Cross-sectional | General Practice Assessment Survey (GPAS) | (i) Access, (ii) technical care, (iii) communication, (iv) interpersonal care, (v) trust, (vi) knowledge of patient, (vii) nursing care, (viii) receptionists, (ix) continuity of care, (x) referral, (xi) coordination of care, (xii) patient recommendation of GP, and (xiii) overall satisfaction | Adult patient | ~ 55% of patients sampled stated that the quality of in-person and virtual care were comparable. Benefits of virtual care related to cost and time, while issues centered on difficulty accessing electronic medical records |
Darr et al. [25] | Cohort | General Medical Council (GMC) Patient Questionnaire | N/A | Pediatric patient or proxy | Almost all patients responded agree or strongly agree in the domains of the patient-physician relationship, privacy, and trust for virtual consultations |
Darr et al. [25] | Cohort | Telemedicine Satisfaction and Usefulness Questionnaire (TSUQ) | (i) Usefulness and (2) satisfaction | Pediatric patient or proxy | Patient satisfaction with virtual care was high in the domains of the patient-physician relationship, privacy, and trust |
Horgan et al. [31] | Cohort | Generic Medical Interview Satisfaction Scale (G-MISS) | (i) Relief, (ii) communication, and (iii) compliance | Adult patient | Satisfaction for virtual care was high, with ~ 80% stating they would have a telephone consultation again |
Dratch et al. [23] | Cohort | Genetic Counseling Satisfaction Scale (GCSS) [23] | N/A | Adult patient | Most patients (73%) felt virtual care improved access to services and voiced a preference for a combination of in-person and virtual care in the future |
Wee et al. [68] | Cross-sectional | Groups Health Association of America Patient Satisfaction Survey | N/A | Adult patient | No significant difference in patient satisfaction was measured between, in-person, direct access, or virtual care |
Piro et al. [69] | Cohort | Home Monitoring Acceptance and Satisfaction Questionnaire (HoMASQ) | (i) Relationship with their healthcare provider, (ii) ease of use of home monitoring technology, (iii) related psychological aspects, (iv) implications on general health, and (v) overall satisfaction | Adult patient | No significant difference between in-person and virtual (home) care satisfaction were provided; however, self-reported anxiety during virtual care was lower than in-person |
Quinn et al. [21] | Cross sectional | Telephone Clinic Care survey | N/A | Adult patient | 86% of women described their virtual consultation as “good” or “very good” with 25% preferring virtual over in-person care |
Bartoletta et al. [30] | Cohort | Press Ganey Medical Practice Telemedicine Survey | (i) Accessibility to virtual clinical encounter, (ii) care provider, (iii) telemedicine technology, and (iv) overall assessment of telemedicine visit | Adult patient | Most patients responded that arranging and connecting to a telemedicine visit, talking with the provider over a video connection, and having the provider understand the clinical problem were “very good” |
Bartoletta et al. [30] Porche et al. [71] Richards et al. [70] | Cohort Cross sectional | Press Ganey Outpatient Medical Practice Survey (PGOMPS) 2023-11-17 7:33:00 PM | (i) Access, (ii) moving through your visit, (iii) nurse/assistant, (iv) care provider, (v) personal issues, (vi) overall assessment, and (vii) telemedicine technology (added March 2020) | Adult patient | Satisfaction across all patient groups receiving virtual care was high, with improvement suggestions targeting technological challenges. [30, 70] No significant difference in satisfaction was measured between virtual and in-person care. [71] |
Alshareef et al. [51] | Cross sectional | Questionnaire for Assessing Patient Satisfaction with Video Teleconsultation | (i) Equipment/technical issues, (ii) communication and rapport, (iii) clinical assessment, and (iv) program evaluation | Adult patient | Thirty-seven respondents (90.2%) agreed that telemedicine is cost and time efficient compared to conventional in-office visits. Of the 41 respondents, 35 (85.4%) patients thought it was easy to gain access to specialist care by telemedicine |
Pooni et al. [64] | Cross sectional | RAND Visit-Specific Satisfaction Instrument (VSQ-9) | N/A | Pediatric patient | Patient satisfaction was related most closely with the caregiver’s inter-personal and technical skills. The lowest rated scores addressed patient wait times and challenges accessing the office by phone |
Zimmerman et al. 2020[44] | Cross sectional | Service User Technology Acceptability Questionnaire (SUTAQ) | (i) Enhanced care, (ii) increased accessibility, (iii) privacy and discomfort, (iv) care personnel concern, (v) kit as substitution and (vi) satisfaction | Adult patient | Most patients stated that virtual care saved them time, increased care accessibility, improved their health, and facilitated improved monitoring of their symptoms |
Wyler et al. [62] | Mixed Methods | Session Evaluation Questionnaire (SEQ) | (i) Session evaluation and (ii) post-session mood | Adult patient | Patient satisfaction with in-person and virtual care were not significantly different, however, patients and therapists did state the virtual care produced more superficial dialogue |
Birkhoff et al. [27] | Mixed Methods | System Usability Scale (SUS) | N/A | Adult patient | 50% of patients felt that in-person and virtual nursing visits provided comparable care. Patients that did not prefer virtual care mentioned difficulties navigating technology or taking their own vitals |
Mojdehbakhsh et al. [17] Darr et al. [25] Edge et al. [28] Efthymiadis et al. [46] Chen et al. [72] | Cohort Cross-sectional | Telehealth Satisfaction Scale (TeSS) | N/A | Adult patient [17, 28, 46], pediatric patient or proxy (25), adult or pediatric patient or proxy [72] | Satisfaction across all patient groups receiving virtual care was high, however, Edge et al. reported lower scores regarding the psychological and emotional support the patients’ received through virtual care |
Peahl et al. [19] Dratch et al. [24] Darr et al. [25] Adamou et al. [33] Triantafillou et al. [35] Waqar-Cowles et al. [39] Fung et al.[45] Galaviz et al. [74] Park et al. [52] Finn et al. [73] Al-Sharif et al. [58] | cohort Cross sectional Mixed methods | Telehealth Usability Questionnaire (TUQ) | (i) Usefulness, (ii) ease of use, (iii) effectiveness (interface and interaction quality), (iv) reliability, and (v) satisfaction | adult patient [19, 24, 33, 35, 73] adult or pediatric patient [52, 58] adult patient or proxy [39] pediatric patient or proxy [25] | When experiential domains are assessed individually, satisfaction is reported to be relatively high, however, when virtual is directly compared to in-person care, satisfaction scores showed a significant drop in score. Triantafillou et al. [35], reported lower satisfaction levels addressing the patient-physician relationship |
Waqar-Cowles et al. [39] | Cross sectional | Telemedicine practice in neurosurgery during COVID-19 era: an anonymized patient survey | N/A | Adult patient | ~ 97% of patients felt that their virtual care was beneficial in the context of COVID-19, with 33% of patients stating a preference for virtual over in-person care. The most common suggestion for the program was to implement video-based consults |
Nair et al. [32] Rush et al. [78] Wright et al. [75] Pareyson et al. [77] Pinar et al. [76] Banks et al. [49] | Cross sectional Cohort Mixed-methods | Telemedicine Satisfaction Questionnaire (TSQ) | (i) Quality of care provided, (ii) similarity to face-to-face encounter, and (iii) perception of the interaction | Adult patient [32, 49, 75, 76, 78] adult patient or proxy [77] | Satisfaction across all patient groups was relatively high, however, preference for virtual care was particularly associated with difficulty accessing in-person services and current disease stability |
Ruelos et al. [23] | Cross sectional | Telehealth Satisfaction Questionnaire | Communication; convenience; privacy; other: ability to save time, trust of the telehealth system, the system is easy to learn, lack of physical contact, ability to meet patient's needs | Adult | Most patients favored telehealth because of its ease of use, convenience, and ability to save time |
Murthy et al. [79] | Cross sectional | Your Virtual Appointment: Your Experience | N/A | Adult patient | Preference for in-person (14%) relative to virtual care (19%) was mixed, with technological difficulties and clinical limitations referenced for virtual care hesitancy |
Watson et al. [38] | Mixed methods | Your Voice Matters (YVM) | (i) Appoint arrival, (ii) appoint duration, and (iii) leaving the appointment | Adult patient | Measured levels of satisfaction were significantly lower among patient receiving treatment relative to those undergoing follow-up |
Raheja et al. [29] | Cross sectional | Patient satisfaction with telemedicine services survey | Communication; information | Adult patient | The majority of patients (either agreed/strongly agreed that the time allotted for their queries during teleconsults was sufficient |
Imlach et al. [26] | Mixed Methods | Primary Care Patient Experience Survey | Respect; communication; convenience; Other: spend enough time, need to be seen in-person, relationships, technological barriers, views on values, patient preferences | Adult patient | Many respondents mentioned the convenience of telehealth consultations, in terms of saving time and money, and reducing stress, travel, employment disruption and exposure to infection (with COVID-19 and other pathogens) |